{"id":48458,"date":"2022-01-20T14:29:44","date_gmt":"2022-01-20T22:29:44","guid":{"rendered":"http:\/\/www.enxmag.com\/twii\/?p=48458"},"modified":"2022-01-20T14:29:46","modified_gmt":"2022-01-20T22:29:46","slug":"one-step-forward-two-steps-back-industry-experts-assess-teaching-moments","status":"publish","type":"post","link":"http:\/\/www.enxmag.com\/twii\/feature-articles\/2022\/01\/one-step-forward-two-steps-back-industry-experts-assess-teaching-moments\/","title":{"rendered":"One Step Forward, Two Steps Back: Industry Experts Assess Teaching Moments"},"content":{"rendered":"\n
\"\"<\/figure><\/div>\n\n\n\n

The majority of the glass-half-full crowd tends to take a critical view of performance and results when reflecting on the previous year. We sometimes tend to be our own biggest critics, focusing on the areas in which we came up short as a team, and that\u2019s not necessarily a bad thing. That internal temperature gauge is useful, but truth be known\u2014even with the benefit of hindsight\u2014chances are there\u2019s little we could have done to craft a significantly different outcome.<\/p>\n\n\n\n

That may sound like a cop-out, but rolling that instant replay over and over in your mind will eventually lead to a bad case of indigestion. So give yourself a break. In conjunction with this month\u2019s trends and predictions State of the Industry report, our esteemed panel offers their views on where we, as an industry, showed improvement and\/or took a step or two backward. There\u2019s no room for second-guessing, only reflection on where we\u2019ve come following the second year under COVID-19\u2019s thumb. Hopefully, you\u2019ll find value or even validation in common experiences, which perhaps may leave you with a less critical view of your own 2021 performance.<\/p>\n\n\n\n

\"\"
Ken Staubitz, Modern Office Methods<\/figcaption><\/figure><\/div>\n\n\n\n

For Ken Staubitz, vice president of client services and aftermarket support for Modern Office Methods of Cincinnati, 2021 underscored the value and need for guaranteed contracts. Recurring revenue is critical to the health of any dealership, and the pressures of the past year drove that notion home.<\/p>\n\n\n\n

Staubitz accentuated the positives. \u201cWe also improved our ability to be more flexible and how to navigate a work-from-home strategy if needed,\u201d he said. \u201cImproving our use of technology to keep our staff productive was key in this step forward. We only see an increased use of technology continuing and our clients will drive that need.\u201d<\/p>\n\n\n\n

\"\"
Oscar Sanchez, Kyocera<\/figcaption><\/figure><\/div>\n\n\n\n

As in 2020, the past year reminded us of the constancy of business uncertainty brought about by the pandemic, notes Oscar Sanchez, president and CEO of Kyocera Document Solutions America. The supply chain crisis made the business world appreciate just how interconnected we are, and it also served to illustrate the danger of an over-dependence on a small number of transport hubs for equipment, which will be at the foreground of business strategies moving forward.<\/p>\n\n\n\n

\u201cOn an overall business level, we also realized the value of being flexible and adaptable,\u201d Sanchez remarked. \u201cWe continue to face new challenges but new technologies and new approaches to work are allowing us to navigate these choppy waters better than before. Even in the face of variants and supply chain issues, we are finding ways to continue operating in the most optimal way possible thanks to the agile strategy which we\u2019ve worked on over the last few years. That is a big positive when looking ahead.\u201d<\/p>\n\n\n\n

\"\"
Chip Miceli, Pulse Technology<\/figcaption><\/figure><\/div>\n\n\n\n

In terms of steps backward, Chip Miceli\u2014president and CEO of Pulse Technology in Schaumburg, Illinois\u2014the downshift in clicks prompted dealers to dig deeper in pursuing new accounts and services. \u201cFor us, it included further strengthening our managed network (IT) services, investing in videoconferencing services, and document management,\u201d he said. \u201cWe\u2019ve worked to make up for the decline in clicks.\u201d<\/p>\n\n\n\n

Adam Field, senior vice president of technology strategy and experience for Kofax, one area that will get \u201clots of love\u201d this year is employee experience. He feels 2021 illustrated how people are adaptable, but also want to love what they do\u2014otherwise, they\u2019ll be headed for the exit. Companies that don\u2019t focus on their employees are in danger of seeing everything downstream suffer.<\/p>\n\n\n\n

\"\"
Adam Field, Kofax<\/figcaption><\/figure><\/div>\n\n\n\n

\u201cLow-code, AI, big data, and automation have and will continue to enhance the customer and developer experiences, and now it\u2019s high time the employees get some of the focus,\u201d Field said. \u201cWhile 2021 showed that we can all be productive remotely, it also revealed the fact that, as humans, we want to have a purpose. Although otherwise promised, technology too often gets in the way instead of helping. If we can use technology to automate the mundane while creating great tools that allow people to focus on the jobs they were hired to do, we will create a workforce that is valued and loyal.\u201d<\/p>\n\n\n\n

\"\"
Van Seretis, Premium Digital Office Solutions<\/figcaption><\/figure><\/div>\n\n\n\n

Employees aren\u2019t the only ones in danger of flying the office technology coop\u2014keeping abreast of the client\u2019s situation will serve dealers well, notes Van Seretis, partner with Premium Digital Office Solutions of Parsippany, New Jersey. \u201cDon\u2019t wait. Don\u2019t take anything for granted, meaning some clients that are here today may not be there tomorrow,\u201d he said. \u201cGo out and close all today, not tomorrow.\u201d<\/p>\n\n\n\n

\"\"
Mike Marusic, Sharp<\/figcaption><\/figure><\/div>\n\n\n\n

Mike Marusic, president and CEO of Sharp Imaging and Information Company of America, continues to pound the broad portfolio drum to help sustain dealers during slower periods. The opportunities to provide solutions such as unified communications and laptops will continue to grow as clients sort out their work from home arrangements.<\/p>\n\n\n\n

The supply chain snafus represented a major step backward for many manufacturers, according to Marusic. \u201cWhile some manufacturers suffered worse than others, nobody was completely untouched,\u201d he said. \u201cThe best vendors improved in their ability to communicate about inventory and changing business conditions, and we feel that at Sharp, we took a step forward via more open and active communications with our dealer channel.\u201d<\/p>\n\n\n\n

\"\"
Joe Contreras, Epson<\/figcaption><\/figure><\/div>\n\n\n\n

What 2021 also signified is the belief that the channel cannot rely on what has worked in the past to remain successful, notes Joe Contreras, commercial marketing executive, Office Solutions, for Epson America. Those dealers who gained ground and defied the trends were those that were disruptive, future-focused and employed a differentiated approach, he added.<\/p>\n\n\n\n

Contreras gives bonus points to the industry as a whole for adapting to market needs, managing the business and teams virtually, and capturing print in hybrid environments. \u201cMany have learned to become more efficient and productive through the use of virtual meeting applications and cloud-based device management tools to provide a better service experience to their clients,\u201d he said. \u201cWhile virtual fatigue has set in, there is a balance that can be struck that allows to further enhance and build upon customer relationships and the overall experience.\u201d<\/p>\n\n\n\n

\"\"
Erik Crane, CPI Technologies<\/figcaption><\/figure><\/div>\n\n\n\n

Erik Crane, president and CEO of CPI Technologies in Springfield, Missouri, gives his team high marks for improving internal communications within the dealership. This had a salutary effect on customer-facing deliverables. <\/p>\n\n\n\n

\u201cBetter communication with remote workers using\u00a0technology or new means of communication has been vital to\u00a0continuing to a\u00a0high\u00a0level of service to our clients,\u201d he said.<\/p>\n","protected":false},"excerpt":{"rendered":"

The majority of the glass-half-full crowd tends to take a critical view of performance and results when reflecting on the previous year. We sometimes tend to be our own biggest critics, focusing on the areas in which we came up short as a team, and that\u2019s not necessarily a bad thing. That internal temperature gauge is useful, but truth be known\u2014even with the benefit of hindsight\u2014chances are there\u2019s little we could have done to craft a significantly different outcome. That may sound like a cop-out, but rolling that instant replay over and over in your mind will eventually lead to a bad case of indigestion. So give yourself a break. In conjunction with this month\u2019s trends and predictions State of the Industry report, our esteemed panel offers their views on where we, as an industry, showed improvement and\/or took a step or two backward. There\u2019s no room for second-guessing, only reflection on where we\u2019ve come following the second year under COVID-19\u2019s thumb. Hopefully, you\u2019ll find value or even validation in common experiences, which perhaps may leave you with a less critical view of your own 2021 performance. For Ken Staubitz, vice president of client services and aftermarket support for Modern Office Methods of Cincinnati, 2021 underscored the value and need for guaranteed contracts. Recurring revenue is critical to the health of any dealership, and the pressures of the past year drove that notion home. Staubitz accentuated the positives. \u201cWe also improved our ability to be more flexible and how to navigate a work-from-home strategy if needed,\u201d he said. \u201cImproving our use of technology to keep our staff productive was key in this step forward. We only see an increased use of technology continuing and our clients will drive that need.\u201d As in 2020, the past year reminded us of the constancy of business uncertainty brought about by the pandemic, notes Oscar Sanchez, president and CEO of Kyocera Document Solutions America. The supply chain crisis made the business world appreciate just how interconnected we are, and it also served to illustrate the danger of an over-dependence on a small number of transport hubs for equipment, which will be at the foreground of business strategies moving forward. \u201cOn an overall business level, we also realized the value of being flexible and adaptable,\u201d Sanchez remarked. \u201cWe continue to face new challenges but new technologies and new approaches to work are allowing us to navigate these choppy waters better than before. Even in the face of variants and supply chain issues, we are finding ways to continue operating in the most optimal way possible thanks to the agile strategy which we\u2019ve worked on over the last few years. That is a big positive when looking ahead.\u201d In terms of steps backward, Chip Miceli\u2014president and CEO of Pulse Technology in Schaumburg, Illinois\u2014the downshift in clicks prompted dealers to dig deeper in pursuing new accounts and services. \u201cFor us, it included further strengthening our managed network (IT) services, investing in videoconferencing services, and document management,\u201d he said. \u201cWe\u2019ve worked to make up for the decline in clicks.\u201d Adam Field, senior vice president of technology strategy and experience for Kofax, one area that will get \u201clots of love\u201d this year is employee experience. He feels 2021 illustrated how people are adaptable, but also want to love what they do\u2014otherwise, they\u2019ll be headed for the exit. Companies that don\u2019t focus on their employees are in danger of seeing everything downstream suffer. \u201cLow-code, AI, big data, and automation have and will continue to enhance the customer and developer experiences, and now it\u2019s high time the employees get some of the focus,\u201d Field said. \u201cWhile 2021 showed that we can all be productive remotely, it also revealed the fact that, as humans, we want to have a purpose. Although otherwise promised, technology too often gets in the way instead of helping. If we can use technology to automate the mundane while creating great tools that allow people to focus on the jobs they were hired to do, we will create a workforce that is valued and loyal.\u201d Employees aren\u2019t the only ones in danger of flying the office technology coop\u2014keeping abreast of the client\u2019s situation will serve dealers well, notes Van Seretis, partner with Premium Digital Office Solutions of Parsippany, New Jersey. \u201cDon\u2019t wait. Don\u2019t take anything for granted, meaning some clients that are here today may not be there tomorrow,\u201d he said. \u201cGo out and close all today, not tomorrow.\u201d Mike Marusic, president and CEO of Sharp Imaging and Information Company of America, continues to pound the broad portfolio drum to help sustain dealers during slower periods. The opportunities to provide solutions such as unified communications and laptops will continue to grow as clients sort out their work from home arrangements. The supply chain snafus represented a major step backward for many manufacturers, according to Marusic. \u201cWhile some manufacturers suffered worse than others, nobody was completely untouched,\u201d he said. \u201cThe best vendors improved in their ability to communicate about inventory and changing business conditions, and we feel that at Sharp, we took a step forward via more open and active communications with our dealer channel.\u201d What 2021 also signified is the belief that the channel cannot rely on what has worked in the past to remain successful, notes Joe Contreras, commercial marketing executive, Office Solutions, for Epson America. Those dealers who gained ground and defied the trends were those that were disruptive, future-focused and employed a differentiated approach, he added. Contreras gives bonus points to the industry as a whole for adapting to market needs, managing the business and teams virtually, and capturing print in hybrid environments. \u201cMany have learned to become more efficient and productive through the use of virtual meeting applications and cloud-based device management tools to provide a better service experience to their clients,\u201d he said. \u201cWhile virtual fatigue has set in, there is a balance that can be struck that allows to further enhance and build upon customer relationships and the overall experience.\u201d Erik Crane, president […]<\/p>\n","protected":false},"author":166,"featured_media":48459,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1650,82,87,1638],"tags":[3392,180,3521,333],"_links":{"self":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/48458"}],"collection":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/users\/166"}],"replies":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/comments?post=48458"}],"version-history":[{"count":2,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/48458\/revisions"}],"predecessor-version":[{"id":48461,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/posts\/48458\/revisions\/48461"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media\/48459"}],"wp:attachment":[{"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/media?parent=48458"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/categories?post=48458"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.enxmag.com\/twii\/wp-json\/wp\/v2\/tags?post=48458"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}